Elderly customer - fault on landline

[LynneS]

My elderly mother’s landline has a fault which I needed to report. It has taken ages to speak to someone to report it, after going round and round the options on the telephone and being cut off and receiving lots of bot texts. 
I’m very disappointed she has to wait until next Monday for an engineer to call. 
Mam lives alone. Is 93 years old. Vulnerable  and frail. Unable to leave the house and can’t use a mobile. Her landline is her lifeline. 
I’ve been told she doesn’t qualify for the priority fault service which has strict criteria. I was informed there is a form I can download and get her doctor to sign to register her for the future. She has recently had a heart attack and a couple of faint episodes neither of which quality her for speeding up the call out.  

[Keith_Beddoe]

@LynneS 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Normal repair time is three working days.

See https://www.bt.com/help/here-for-you

This is the form you mentioned https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

[LynneS]

Thanks Keith but I did notice on some that a BT rep replied. 
Thank you for the link to register for priority service, which I’ve now sent off. 
As an update for any  BT customers who might be interested it is now 10 days since my mam has had a working landline. Lots and lots of calls, texts, engineer appts made and automatically cancelled. Estimates on MSO fixes have come and gone saying the fault is fixed which it isn’t.  We now have an appointment for Tuesday 26/3. Hopefully this will take place. 

[PaddyB]

Hi @LynneS,

Thank you for posting. I'm sorry your mom's line still hasn't been repaired. When you reported the fault to BT, did they indicate what had caused the MSO and what work was required to repair the service? When an MSO (major service outage) is declared it means, multiple lines are affected, and often part of the network needs replacing. If you send me your Mom's account details, I'll take a look at what is happening with the repair.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy